Confused about how reply to customer works

[Susan Merola]

Hi everyone. I'm working on some updates to our Jira Service Managment desk and need some help clarifying a few points.

For background on my current setup:

• I have several different aliases that all deposit emails into my one service desk. For some of the aliases, I'm using a Jira app to strip out the To alias and populate a custom field with the To information so that I can then search, filter and automate based on that field. This population is triggered by issue creation and since customers can't update submitted tickets, the app uses me as the reporter instead.
• Separately I have an automation, within Jira direclty, that populates the organization field based on the email domain from which the email was sent and I also use this field for searching, filtering and automation.

What I'm not sure about is:

• If I'm the reporter, will that affect who receives the email when someone on our team uses the Reply to Customer?
• If I'm the reporter would that have any affect on the population of the organization field?
• If the customer sends an email and copies several people from their company on the email, do those copied people also receive the Reply to Customer email?
• If someone from my team was also copied on an email, would they also receive the Reply to Customer email as well?
• If someone from my team were to initiate an email from our service desk to a customer, starting a whole new email chain, would that email then be automatically turned into an issue? And if so, I guess then organization would have to be manually populated with the correct customer organization?

Thanks for your help and for any suggestions you may have!

-Susan